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Lucent Technologies Announces Hosted Contact Center Functionality In Sydney Global Network Operations Center

Posted on: Monday, 21 March 2005, 09:00 CST

SYDNEY, Australia, March 21 /PRNewswire-FirstCall/ -- Lucent Technologies today announced the opening of its state-of-the-art Customer Contact Center (CCC) located within its Global Network Operations Centre (GNOC) in North Ryde, Sydney. Lucent also announced that Macquarie Telecom, a leading supplier of Information and Communications Technology (ICT) solutions to the business and government markets, would be the first Contact Center customer.

Macquarie Telecom plans to use the Lucent CCC to offer its business and government customers throughout Australia and Southeast Asia high-level technical customer support with advanced network diagnostic tools.

Like traditional customer service or call centers the CCC seamlessly interfaces with customers through a selection of multimedia options including telephone, the Internet and e-mail. However in a hosted environment, Lucent Worldwide Services (LWS) is able to deliver critical functionality -- such as contact receipt, contact management, diagnostic performance, trouble-shooting and network restoration -- remotely from the GNOC giving the customer access to 24-hour advanced technical expertise and the tools necessary to quickly solve network issues.

Glen Noble, General Manager Data and Hosting, Macquarie Telecom said, "In today's converged communications environment, our end customers are deploying increasingly integrated solutions. By working with LWS and its GNOC, we can better serve these customers, by consolidating the management of our data and Intellicentre services into a single customer assistance centre. This streamlined approach is in line with our single billing and single point of contact offerings designed to simplify the management of communications for business and government."

Paul Higgs, Lucent Technologies, Vice President Lucent Worldwide Services Asia/Pacific and China Regions said, "The Customer Contact Center is an exciting extension of our managed services capability and enhances the portfolio of network management and optimization services we are offering customers. Macquarie Telecom will now be able to leverage the expertise and talent we have in network management, process management and 24x7 operations expertise, as well as our management tools."

The Australian GNOC is the first Lucent facility that supports a fully-optimized and integrated hosted customer contact capability. Lucent has partnered with a leading call center integrator, Integ Communications, to boost its expertise in advanced contact center technologies. Integ has been instrumental in the development of the CCC through its contact center software and hardware, design and consulting.

Integ CEO, Ian Poole said, "To the end customer, contact center agents are the face of a company. By working closely with Lucent to provide a combination of sophisticated contact centre technology and design expertise, we believe we can have a major impact on the customer experience and a company's bottom line."

Lucent Worldwide Services also has three other GNOCs in Denver, Colo.; Hamilton, New Zealand and in Hilversum in the Netherlands. The Lucent GNOCs provide a wide range of outsourced services to help reduce operating expenses while preserving and enhancing enterprise network performance and reliability.

About Lucent Technologies

Lucent Technologies designs and delivers the systems, services and software that drive next-generation communications networks. Backed by Bell Labs research and development, Lucent uses its strengths in mobility, optical, software, data and voice networking technologies, as well as services, to create new revenue-generating opportunities for its customers, while enabling them to quickly deploy and better manage their networks. Lucent's customer base includes communications service providers, governments and enterprises worldwide. For more information on Lucent Technologies, which has headquarters in Murray Hill, N.J., USA, visit http://www.lucent.com/. Lucent Technologies Asia Pacific is headquartered in both Singapore and Hong Kong, serving all markets in Asia Pacific including Australasia, India, Japan, Northeast Asia and Southeast Asia. Asia is also home to a large network of Bell Labs facilities. The innovation engine behind Lucent Technologies has research and development facilities in Japan, Singapore, India, and has maintained a number of labs in China since 1997.

About Macquarie Telecom

Macquarie Telecom is a leading supplier of Information and Communications Technology (ICT) solutions -- including voice, data, mobile and hosting -- specialising in the business and government markets. The world class Intellicentre facility offers state-of-the-art hosting and security solutions. Macquarie Telecom provides services to more than 2,500 of the top companies in Australia and Asia, with more than one million Australians using its services at work every day Founded in July 1992, it is one of Australia's first telecommunications companies. It expanded its operation into Asia in 2000, and holds carrier licences in Australia, Singapore and Hong Kong. For further information: http://www.macquarietelecom.com/

Lucent Technologies

CONTACT: Wendy Zajack, +1-571-434-8045, or +1-973-449-2951 (mobile),wzajack@lucent.com, or Richard Wright, +11-852-2506-8043,rjwright1@lucent.com, both of Lucent Technologies

Web site: http://www.lucent.com/http://www.macquarietelecom.com/

Source: PRNewswire-FirstCall

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